HELOC Support Desk Liaison

Why Deephaven Mortgage?

Deephaven Mortgage has been a pioneer and leader in non-QM since our origin in 2012. Our longevity and strength in the non-QM space has allowed a significant number of borrowers to achieve homeownership who otherwise would not have under traditional requirements. Deephaven champions mortgage borrowers whose independence, entrepreneurial drive and determination are often the very reason they cannot qualify for a traditional loan.

We continuously and responsibly innovate new mortgage products and programs that put homeownership within reach of millions of borrowers and investors that need and deserve financing through lending ingenuity that is supported by common-sense underwriting.

Deephaven is comprised of two lending platforms. Our wholesale channel offers loans through a network of over 1,000 independent mortgage brokers. Our correspondent channel buys loans from over 200 correspondent partners.

Deephaven’s headquarters are in Charlotte, North Carolina. To learn more about our innovative loan solutions please visit www.deephavenmortgage.com or email us at info@deephavenmortgage.com.

Position Overview

The HELOC Support Desk Liaison owns the Equity Advantage HELOC application experience for Deephaven's lender partners, from submission through funding. You will be the single point of navigation between our Wholesale, Correspondent, and Private Label lender partners and their Loan Officers, and Deephaven's Account Executives and HELOC Operations teams.

Your mission is to proactively convert more submitted applications into funded HELOCs while delivering exceptional customer service. For every open file, you will answer four questions:

• Where is the application?
• What does it need?
• Who owns the next step?
• How can I help move it forward?

What You'll Do

Manage the pipeline proactively

• Monitor your assigned HELOC pipelines daily through the Digital HELOC Command Center.
• Flag applications that are inactive, awaiting borrower or Loan Officer action, missing documentation, aging on conditions, awaiting valuation, or approaching closing.
• Contact the lender or Loan Officer to communicate current status, outstanding items, the responsible party, and the next step.

Guide and support lenders

• Serve as the primary contact for application-level questions from Loan Officers and lender partners.
• Research application status and explain outstanding requirements in plain language.
• Troubleshoot portal issues and guide Loan Officers through the digital application experience.
• Support newly onboarded lenders through their first submissions and closings as they ramp up.

Coordinate and escalate internally

• Route issues to the appropriate Deephaven resource and own customer communication until resolution.
• Escalate stalled applications and follow each escalation through to closure.
• Consolidate inbound status inquiries so Operations can stay focused on processing, closing, and funding.
• Keep the assigned Account Executive informed of application status and issues. You own application-level lender communication; the Account Executive owns the overall lender relationship.

Improve performance and process

• Track and report pull-through, cycle times, fallout reasons, and aging pipeline.
• Identify recurring operational, portal, or communication issues and recommend solutions to HELOC Leadership.
• Build and maintain lender-facing resources (FAQs, checklists, and status guides) that reduce repeat questions.

How Success Is Measured

• Growth in monthly funded Equity Advantage HELOC volume toward $100M per month
• Improved application-to-funding pull-through
• Shorter application-to-funding cycle times and fewer aged, inactive files
• Fewer status inquiries reaching Account Executives and Operations
• Lender and Account Executive satisfaction with responsiveness and communication

Required

• 3+ years of experience in mortgage operations, processing, account management, or lender/broker support
• Working knowledge of the loan lifecycle, including disclosures, documentation, valuation, conditions, closing, and funding
• Comfort working in digital origination portals and loan origination system (LOS) platforms
• Initiative and ownership, with a habit of following every issue through to resolution
• Clear, calm, and responsive communication across phone, email, and chat, from Loan Officers to executives
• Strong organization, with the ability to manage a high-volume pipeline and prioritize daily

Preferred

• HELOC or second-lien experience (strongly preferred)
• Experience with Encompass and Salesforce
• Wholesale, Correspondent, or TPO channel experience
• Bachelor's degree or equivalent experience

Privacy Policy

This organization participates in E-Verify

Our Perks

Flexible Time to Recharge – Personalized Time Off for What Matters (because rest isn't one-size fits all)

Future Finance Focused – Generous employer-matched 401(k) plan

Community Connect– Philanthropy Committee that creates charitable initiatives

Health from Day One – Comprehensive health insurance starting on day one of employment

Family Matters – Competitive maternity and paternity leave

Culture & Celebrations – Culture Committee with team-building events and celebrations

Ideas Welcome – Encouraging thought leadership and innovation

Guidance & Growth – Mentorship opportunities for career development

Perk Up – Exclusive discounts on travel, tech, pets, legal, and more